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Nexus Development

Custom Software Solutions | Bengaluru & Global

https://nexusdevelopment.in | contactus@nexusdevelopment.in

SERVICE LEVEL AGREEMENT (SLA)

Agreement Ref: NX-SLA-RK-2026-04

Contract Term: Ongoing (Included in Project Scope)

Date: October 2026

Service Level Agreement (SLA)

Operational Governance, Maintenance Policy & Incident Response Framework

Comprehensive Maintenance Coverage: This Service Level Agreement ("SLA") guarantees that all code, APIs, and workflows delivered under the ₹80,000 project agreement are fully supported by Nexus Development under the dedicated ₹15,000 Annual Maintenance Contract (AMC). All technical bug resolutions and minor routine maintenance (menu updates, price tweaks, operational schedule modifications) are permanently included at zero additional expense for 12 months.

1. Support Scope & Maintenance Tiering

Category Covered Scope & Inclusions Commercial Model
Delivered Software Bug Support Diagnosis, troubleshooting, and bug remediation for all existing codebase components (Next.js frontend, Firestore backend, Firebase Auth, Razorpay checkout, Ola Maps, Borzo API, Admin order engine). 100% Free
(Covered under ₹15,000 AMC within ₹80,000 contract value)
Routine Operational Maintenance • Adding or removing dishes from the menu.
• Updating dish prices, portion weights, and description copy.
• Modifying packaging fees (e.g., ₹20 per unit).
• Toggling holiday closures (e.g., festival dates).
• Updating WhatsApp notification message templates. 		Zero Additional Expense
(Fully covered under ongoing support)
New Feature Enhancements Any brand-new capability outside the signed PRD (e.g., loyalty reward points engine, multi-outlet kitchen expansion, native iOS/Android store apps, automated bulk SMS marketing). Hourly Basis
₹600/hour (Time & Materials) with advance estimation

2. Incident Severity Classification & Response Matrix

Severity Level Definition & Real-World Examples Initial Response (MTTA) Target Resolution (MTTR)
P1 - CRITICAL Platform Down / Revenue Impact:
Customers cannot checkout; Razorpay payment verification failure; Admin portal completely inaccessible during lunch/dinner order hours.		 < 1 Hour < 4 Hours
P2 - MAJOR Core Degradation / Workaround Available:
Borzo courier API automated booking returns errors (couriers can still be booked manually via Porter deep-link helper); Ola Maps geocoding latency.		 < 2 Hours < 8 Hours
P3 - MODERATE Non-Critical Functional Glitch:
Minor visual layout defect on specific mobile screen sizes; customer order history pagination lag; WhatsApp pre-filled text styling typo.		 < 4 Hours < 24 Hours
P4 - MINOR Routine Maintenance / Requests:
Menu additions/removals; price adjustments; holiday calendar toggles; minor banner copy adjustments.		 < 6 Hours < 48 Hours

3. Cloud Infrastructure & Third-Party Dependencies

Nexus Development builds on world-class high-availability cloud providers. As established in the SOW, the Client owns the underlying accounts:

4. Support Communication & Escalation Channels

For Nexus Development:

Lead Solutions Architect & Operations Manager

Authorized Signatory & Date
For Raku's Kitchen:

Business Owner / Proprietor

Client Sign-off & Date